Frequently Asked Questions
What hours is the office open?
Monday to Thursday – 8am to 8pm
Fridays – 8am to 5.30pm
Saturday – 8am to 2pm
Sunday – By Appointment
Urgent – Tel. 07 777 238 999
Is there provisions for home visiting and out of hours service?
Consultations on video or face to face either in the practice or at home if within 4 miles of the practice, are provided.
Home visiting can be booked via the website, but will require a phone consultation prior to the home visit. It maybe that your concern can be addressed via a telephone or video call, with an electronic prescription provided if required.
There is an additional charge for out of hours advice and services.
What to do if I am not happy?
We value your feedback, whether positive or negative, and encourage you to share your thoughts with us. We conduct and publish annual patient satisfaction surveys to continually improve our services. As a clinic registered with the Care Quality Commission, which regulates health and social care in England, we adhere to strict standards.
The Complaints process
Complaints may be submitted verbally or in writing. For a formal record and prompt resolution, we encourage written submissions.
- Email: hello@onemedicine.co.uk
- Postal Address: Highfield House, 2 Highfield Road, Edgbaston, Birmingham, B15 3ED
- Contact Number: 07 777 238 999
Please ensure that Stage 1 complaints are submitted within 6 months of the event in question.
Stage 1
Upon receiving your complaint, we will issue an acknowledgment in writing within 2 working days. A comprehensive investigation will be initiated immediately, and we aim to provide a full written response within 14 working days. In cases where further investigation is required, we will keep you informed of the progress and anticipated timeframes.
Stage 2
If the Stage 1 resolution is unsatisfactory, you may escalate the complaint for an internal independent review. This escalation must be made in writing within 6 months of the Stage 1 response. The review process will be completed within 20 working days, with a written response provided. Should there be any delays, we will provide regular updates on the status of the review.
Stage 3
If you remain dissatisfied with the Stage 2 outcome, you have the right to refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for external review.
- ISCAS Contact Details:
ISCAS, CEDR, 3rd Floor, 100 St. Pauls Churchyard, London, EC4M 8BU
Phone: 020 7536 6091
Escalating to ISCAS at Stage 3 is free of charge for service users. Further information regarding ISCAS’ handling of Stage 3 complaints can be found on their website.
Confidentiality and Continuous Improvement:
- Confidential Register: All complaints are recorded confidentially in accordance with regulatory requirements and are reported annually to the relevant governing bodies.
- Learning and Improvement: Anonymised complaint details are shared with our team to support a culture of learning and continuous service enhancement.
Your feedback is invaluable in helping us maintain high standards of care and service excellence.
ONEMEDICINE LTD reserves the right, at its sole discretion, to decline the registration of any patient. This decision may be made without providing a reason and is subject to compliance with applicable laws, including but not limited to non-discrimination legislation under the Equality Act 2010. The practice will ensure that any decision to decline registration is made fairly and in accordance with ethical and professional standards
Can I reclaim fees paid from my Private Health Insurance Companies?
The general response to this is “No”. In the UK, private health insurance providers typically only reimburse services provided by individuals that they classify as specialists.
We do not typically liaise directly with insurance companies. Instead, we operate on the basis that individuals or corporate clients settle their accounts independently with OneMedicine Ltd and then submit claims directly to their respective insurance providers for reimbursement.
Will the results go to my NHS GP?
You will be asked if you would like the details of your consultation, including any treatments or test results, to be shared with your NHS GP. While you are not obligated to consent, it is recommended as best practice to ensure your NHS GP is fully informed of any medical conditions or treatments you have received.
Practice Fees
You can register during your first consultation. Following registration, you will be billed for individual consultations, out-of-hours telephone advice, requests for repeat prescriptions or referrals. Please note that laboratory fees, investigations, letters, vaccinations, and medications are charged separately where applicable.
Care Quality Commission
The practice is registered with the Care Quality Commission, 1-20708772736, an executive non-departmental public body of the Department of Health and Social Care, responsible for the regulation and inspection of health and social care services in England.
